Software Support Manager

Overview:

Opportunity to join a leading and expanding Wealth and Investment management firm to lead the Technology Operations team overseeing day to day technology issues for both our internally developed and third-party vendor systems, focussing on swift resolution of issues and continuous improvement of services.

This involves handling incoming support requests, managing minor changes and ensuring system stability for end-users (Portfolio Managers, Advisors, Operations, etc.).

This is a replacement hire due to an internal move within the business.

About the Company:

With over £24 billion in assets under management (AUM), a team of c.370 professionals across 5 global offices, W1M specialises in working with high-net-worth and ultra-high-net-worth individuals and families, charities, and institutions. Beyond our direct client relationships, we also maintain a longstanding partnership with Independent Financial Advisers, providing access to our market-leading investment solutions.

We are continuing to expand with ambitious plans to double our AUM in the next 4 years based on the foundation of the quality of advice and services we provide to our clients, alongside peer-leading investment performance.

Internally we are a highly collaborative organisation free from the politics and bureaucracy of larger firms that gives everyone the opportunity to make a real difference and enhance the way we work. We have a sociable culture with sporting and cultural events throughout the year and a welcoming and supportive environment.

Key Responsibilities:

Line Management of Development Support Team:

• Personal Development
• Prioritisation
• Holiday coordination
• Continuous Performance Management

Coordinate 1st Line technical Support of IT Development Applications:

• Fix breaks and incidents as required.
• Communicate directly with users to identify and resolve issues.
• Ensure Business as Usual (BAU) system capability using development tools.
• Monitor system status and stability.
• Collaborate with the Software Development Team on issue escalation and resolution.
• Manage escalation to the Development Team in collaboration with the Software
• Development Manager

Out of Hours Support and Escalation Management:

• Coordinate out-of-hours support activities.
• Manage escalations in collaboration with the Software Development Manager.
• Participate in the on-call support Rota as required including being available for duty a minimum of 2 weeks per year

Supporting Software Development Team:

• Assist the Software Development team in delivering software applications.
• Contribute to requirements analysis and prioritisation.
• Provide support in Quality Assurance (QA) activities.
• Deliver demonstrations and training to facilitate the smooth integration of software applications into the business.

Manage the BAU Support requirements for our Third-Party Suppliers:

• SEI CSM
• Cheta Escalation and Resolution

Support Middle-Office in meeting our Client Reporting Obligations:

• Assist the Head of Client Reporting to ensure accurate and timely delivery of Formal Valuations
• Provide a point of escalation for the Head of Client Reporting for technical and data questions arising from client reports

Maintain a backlog of first-line development items to enhance the application

Produce Process and System Documentation

Background / Experience and Competencies Required

• Demonstrable track record of both the operational delivery and support of a client-facing service based on technology deployment.
• Experience working within a Wealth Management, or customer driven Financial Services environment
• Capable of driving continuous improvements through data-driven insights, e.g. identifying system improvements, training opportunities and efficiency gains through data captured by the team.
• Both operational and development focus – understanding the importance of a controlled quarter-end reporting process together with the ability to envisage and plan for the future.
• Experience in data management and the setup and operation of data integrity controls.
• Experienced in the deployment and monitoring of modern technology (ideally reporting and internet tools).
• Knowledge of IT Service Management (ITSM) frameworks (e.g. ITIL)
• Demonstrable experience of the project process and lifecycle, and able to provide operational sponsorship for upgrade and delivery projects – working closely with architecture and development professionals.
• Natural authority and good communication skills. Able to influence and operate with senior front office stakeholders as well as operations teams.
• Security and confidentiality aware.
• Ability to identify and implement structured workflows with an appropriate level of governance without compromising efficiency.

Equal Opportunity Statement

W1M is an equal opportunities employer and in accordance with the rules regarding discrimination in the Equality Act 2010, we welcome applications from all suitably qualified persons.